HM Revenue & Customs (HMRC) will spend an extra £34m and recruit up to 1,000 extra contact centre staff to achieve its target of answering 90% of calls, chief executive Lin Homer has announced.
Currently, HMRC employs 8,500 staff who answered 48% of calls in 2010/11 and 74% in 2011/12. The latest decision brings forward HMRC's 2015 target for answering calls to March next year. Homer said the decision to move the target nearer was made after a consultation with the Joint Initiative on HMRC Service Delivery, which comprises of several professional bodies and charities. Homer said: "I am reprioritising our resources to make this additional investment possible, without impacting our other core customer services. "We remain committed to offering more online services and other ways...
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